In today’s highly competitive environment, the customer service your employees provide to your customers and your customers’ level of satisfaction affects your bottom line profits. Supervisor escalations, returned products, customer complaint letters and employee job stress take time, energy and money away from your core business. Successful businesses review every point of contact that employees have with their customers and ensure that the employees are exceeding customer expectations and developing loyal customers.
To exceed expectations and create loyal customers, employees often need help in developing customer service retention skills and understanding the techniques that will help them understand customers’ needs and service the customer even in challenging situations.
Customer Service Standards
Customer Service Standards are the foundation for developing loyal or satisfied customers. Before designing your customer service training programs, we consult with you to understand the standards you have in place for the positions you want to train. If you have not set customer service standards, we will work with you to develop the standards and ensure that all employees understand what is expected and the value in providing customer service according to the standards.
Customer Service Training Programs
Our customized customer service training programs help businesses achieve the following goals:
- Develop customer satisfaction and customer loyalty
- Improve customer service satisfaction scores
- Increase customer retention
- Increase first point of contact resolution
- Enhance employee job satisfaction
- Reduce employee turnover due to stress
We design our customer service training programs using proven communication skills and techniques and we customize the training program using your products, your process and your customers. The programs are highly interactive and focused on skill development. Your employees will practice enhancing their skills using case studies and exercises that make them feel as if they are having actual interactions with your customers.
Sample Customer Service Training Modules
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We have trained employees on how to improve their customer service and communication skills in the following business and industries:
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Customer Service Training – Coaching and Reinforcement
Coaching is a critical component to ensure that after the training, you can reinforce what your employees learned. We provide training for your customer service managers to help them:
- Observe and document performance
- Prepare for and effectively conduct coaching discussions
- Give feedback to help employees improve performance
Mystery Visitor/Secret Shopper Solutions for Sales & Service
The Taylor Mystery Visit/Secret Shopper process provides valuable feedback on customer relations, communication skills, selling skills and the overall impression provided by your staff and facilities. Utilizing the Mystery Visitor/Secret Shopping services enables you to:
- Gain objective insight and feedback on your customer’s experience.
- Gather detailed knowledge about how your employees discuss products and services with customers and prospects.
- Identify the level to which your employees are following your customer service standards.
- Identify how to increase sales and develop customer loyalty.
- Compare your customer experience to your competitors.
- Identify how to establish your organization the customers’ first choice.
- Measure the employees’ proficiency in providing memorable customer experiences at every location.
- Identify strengths and development needs, as it relates to the employees’ ability to create a positive, memorable experience, on an ongoing basis.
- Develop a system to drive continuous improvement in customer service and sales.
- Identify employee skill gaps and training needs before problems occur.
Mystery Visit/Secret Shopper programs are provided either in conjunction with training solutions as a reinforcement and measurement method or as a standalone service to our clients.
